AN ECONOMETRIC ANALYSIS MODEL FOR IMPROVING SERVICE QUALITY AND CUSTOMER SATISFACTION IN MEXICAN SEAPORTS
Author
Almaguer Mireles, Armando I.
Date
2020-09Advisor
Seagren, Chad W.
Nieto-Gomez, Rodrigo
Metadata
Show full item recordAbstract
Seaports play a critical role in the Mexican economy, yet their largely decentralized operating systems discourage further national and international maritime trade in the country due to duplicated processes among different Mexican governmental entities. The Mexican Navy and the government have expressed interest in reviewing current procedures aimed at instituting control mechanisms and improving the overall availability, accessibility, and quality of the seaports' data. Their efforts, though, have been hampered by the lack of specific guidance available. To identify particular aspects that better capture customer satisfaction and perceptions of service quality related to maritime ports, this thesis provides an econometrical analysis. Panel data and cross-sectional regressions are implemented using container traffic, median time in port, efficiency in customs, and quality of port infrastructure as response variables. The data and analyses reveal that when a government adopts a specific level of automation and centralized management of maritime port operations, those operations are optimized. That is, such methods must be introduced in harbors judiciously and at the appropriate pace to maintain cooperation and friendly competition among maritime ports.
Rights
Copyright is reserved by the copyright owner.Collections
Related items
Showing items related by title, author, creator and subject.
-
Horizontal Propagation Deep Turbulence Testbed
Corley, M.S.; Santiago, F.; T. Martinez; Agrawal, B.N. (2011);The Navy is interested in horizontal laser propagation studies in a maritime environment, near the ocean surface, for applications including imaging and high-energy laser propagation. The Naval Postgraduate School (NPS) ... -
The seamless maritime concept
Dolan, Mark E. (Monterey, California. Naval Postgraduate School, 2005-03);The Seamless Maritime Concept is the need to treat awareness, security, defense in a comprehensive, cohesive manner. Continuing discussion of maritime homeland security and defense capability requirements and resources ... -
Federal law enforcement in bi-national perspective: the United States FBI and the Mexican PFM
Fuerte, Erik M. (Monterey, California: Naval Postgraduate School, 2014-09);Mexico’s Federal Ministerial Police (PFM) agency was structured similar to the United States Federal Bureau of Investigation (FBI). Although there have been significant reforms within the PFM, it has been ineffective at ...